AI capacity is doubling every 3 months and the accuracy of speech recognition is now 96%, up from 75%-80% over the last 3 decades. Almost a third of UK contact centres are looking to deploy AI in the next year, according to Contact Babel.

So, what do we need to know to speak with confidence and apply this in our real world of customer operations?

It’s not the act of moving to the cloud that delivers business transformation. It’s how you use it to empower agents to better serve customers.

Our customers still hunt one simple thing: knowledge. They want answers that offer a service and solve their problems as fast as possible.

Learn how Scottish Gas manages peak winter demand with reduced staffing and overtime costs, by planning flexibility agreements from across business functions.